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NJ Transit Supervisor, Customer Service Training & Support

Location: Newark
Posted on: September 21, 2022

Job Description:

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time--and we're looking to hire talented folks with a love of learning to make it all possible.MAIN FUNCTIONS:Oversees Customer Service department programs, projects and staff by developing and implementing programs, initiatives and plans designed to support Customer Service staff in the provision of information and service to NJ TRANSIT customers.Develops training materials, and conducts training classes, meetings, workshops and events designed to orient and train staff in Customer Service programs, training and special events related to NJ TRANSIT operations.Designs and produces materials that support the delivery of service by NJ TRANSIT frontline staff, including Customer Service Representatives, TIC Agents, Ticket Agents, Train Crew, Operators, Fare Inspectors and Police.Supervises all facets of the NJ TRANSIT Emergency Response Team (ERT) & Ambassador Program, including 24/7 on-call availability, recruitment, developing training materials, conducting training classes, establishing protocols, documenting and tracking participation, and reporting.Follows-up with Operations, Customer Service, Policy and other staff to advance initiatives designed to improve service to NJ TRANSIT customers.Oversees the University Partnership Program by serving as a liaison between colleges/universities and internal departments, conducting on-site information sessions, assisting with enrollment and cultivating and managing relationships.Responsible for the NJ TRANSIT Group Sales Program. Supervises the entire group trip process aboard NJ TRANSIT Rail and Light Rail services, including booking the trip, scheduling of the trip with the operations staff and processing payment for the trip through Finance.Administers Customer Service Employee Rewards Program, which includes quarterly reviews of customer commendation feedback, and co-chairs NJ TRANSIT's annual corporate-wide Customer Service Week committee.Supervises the documentation and reporting for participation relating to orientation, training and special programs for frontline staff.Systematically obtains feedback from employees and customers concerning desired improvements in NJ TRANSIT service delivery. Supervises consultants as needed, including managing the delivery of contracted services.EDUCATION & EXPERIENCE:Bachelor's Degree in Communications, Business Administration, English, Humanities, Education, or related field, and three (3) years of applied experience in Customer Service. A minimum of three (3) years of applied training is required.Excellent oral, written and presentation skills required. Proficiency in MS Word and MS PowerPoint required.Supervisory experience and experience in MS Access and Excel desirable.One year of closely related work experience can be substituted for each year of education required.At NJ Transit you will enjoy a competitive salary and excellent benefits package:Comprehensive Family Health Insurance - Prescription, Dental, VisionFlexible Spending AccountPrescriptionLife InsurancePaid Leave401(a) and 401(k) Retirement Plans--up to 9% employer contributionTuition AssistanceQualified Transportation Expense Plan (QTE)

Keywords: NJ TRANSIT, Newark , NJ Transit Supervisor, Customer Service Training & Support, Hospitality & Tourism , Newark, New Jersey

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